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Please I set up automatic case creation on Dynamics 365 customer engagement on perm.
But after receiving mail on outlook i couldn't track it on CRM and it didn't create case either.
Please how do i resolve this issue.
Thanks for reaching out to Dnynamics COmmunity Forum.
In order to answer your queries please the below articles and check if teh configuration of Automatic record creation is setup properly :
Dynamics Support Engineer
in order for Automatic record creation to work, youfirst needs to se up and confirm if email configuration is correct i.e. ifyour email are syncing wit CRM or not. If not fix these first.
Below articles may help you in Email Configuration:
Hope this helps.
Thank you for your response.
I have gone through steps above and am receiving emails in crm now. But the mail are not creating case automatically.
Please see screen shots of my set up below
Kindly look through and let me know where am wrong
Based on the screenshots, it looks correct. When you create a ule, it creates the corresponding workflow which executes. Can you find that workflow and check its process sessions to see if it succeeded?
You can also cross check your stesp with this article-
But I cant find a case creation workflow.
Is there a way I can create a work and link it to the rule?
As per screenshots you have selected the option "Create case if a valid entitlement exists for the customer". If you select this option, the application creates a case only if an active entitlement exists for the customer.Also can you, update the filter as Email > Direction equals incoming.
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